AH6B Product Support

Bluetooth TV and non-Bluetooth TV are paired differently, please refer to the following for more details.

Here's how to use your Bluetooth Headphones or Speakers with your Computer, Laptop, or Tablet:

Note: If you are having trouble connecting with your Computer or Laptop's built-in Bluetooth, we recommend trying our DG10 Bluetooth Dongle. It's plug-and-play with no driver installation required, making connecting a breeze.

Step 1: Refer to the Following Link to Enter Pairing Mode on the Headphone.
How to Enter AH6 Series Into Pairing Mode?

Step 2: Connect the Headphone With Your Mobile Device.
On your device, locate the Bluetooth settings and make sure that Bluetooth is turned on. Find the headphone/speaker/receiver and select “Avantree **Device Name**” to pair them up.

Once connected, the LED on the headphones will occasionally flash BLUE and the headphones will show as connected on your device. The voice prompt will say "Connected" to indicate connection.

Conducting a factory reset on the headphones will clear all past pairing data and restore the default settings for the product. You may want to reset your headphones if you have trouble pairing them with your devices.

Step 1: Turn on the Headphones.

From off, push the power switch from the power symbol toward the middle. The LED will light up BLUE and if you have the voice prompt on, you will hear “Welcome to Avantree”.

Step 2: Reset the Headphones.

Press and hold the two "skip" buttons simultaneously until the LED briefly turns PINK, indicating that the headphones have reset. The headphones should then go into pairing mode and the LED will alternate between flashing RED & BLUE and if you have the voice prompt on, you will hear “Pairing”. You are now free to pair the headphones with any device!

Related knowledge:
1. Bluetooth device normally auto-reconnects to its LAST paired / connected device. You might need to make sure the previous used device are Bluetooth-off to avoid interference.
2. It is important to Reset both Bluetooth sender and receiver. In case of cellphone / PC, you can turn off its Bluetooth function and turn it back on.
3. If still not working, you can email us (support@avantree.com) or simply show up online in our twice daily live Zoom Clinic. We will help you to fix it.

Here's how you can use your Avantree Bluetooth headphones with Meeting Softwares like Skype for Business & Microsoft Teams/Zoom/Discord, etc.
1. Make sure you're using the latest version of the Meeting Software.
2. Connect/pair your Avantree headphones with your computer.
Use with Computer/Laptop/Tablet
If your computer is not Bluetooth enabled, you can get one of our dongles (DG40s, Leaf, DG60 or DG80 from HERE.)
3. Go to your Meeting Software's Settings and make sure that the "Speaker" and "Microphone" are set to your Avantree headphones.Note:
1) If you use Aria Pro or Aria Podio series with DG60, you might need to quickly double click the side button on the USB adapter to enter the talk mode or go here for a software upgrade)
2)Reboot the computer and restart the app might help sometime.
3)Here are some computer related tips about Microsoft Teams microphone not working: https://windowsreport.com/teams-microphone-doesnt-work/

To enter the AH6 series headphone into pairing mode, you need to power it on first, slide the power switch to the middle position. After powered on, slide the power switch to the Bluetooth icon side and HOLD it there for 2 seconds until the LED indicator flashing RED & BLUE, you will also hear "Pairing" if you have the voice prompt on.

It means the headphone is in pairing mode when you see the flashing RED & BLUE light on it. You will be able to see"Avantree AH6B" in the list of your cellphone or other device and click it to pair.

This product CAN be used as a traditional "wired" headphone. 

Simply plug one end of the 3.5mm AUX cable we provided into the headphone's 3.5mm jack, and the other end into the device you'd like to listen from.

The headphone will power off automatically once you've plugged the 3.5mm AUX cable in; neither the built-in control buttons nor the microphones will function under this mode.

If you'd like to adjust volume/track, please do so directly via the device that you're listening from.

If you can hear the voice prompt say "Low battery, please turn off and charge" or see the LED blinking RED, you will need to charge your headphones.

Instructions:

Insert the micro USB (smaller) end into the charging port on the headphones and the USB end into a power source. You can either use the included charging cord or any USB to micro USB cable to charge.

Indicators:

The LED on the headphones will light up as SOLID RED when charging and automatically turn off when charging is complete.

NOTE: You CAN NOT use the headset while it is being charged since it will power off automatically. You will have to restart the headphones to use after charging. The typical battery life of the AH6B headphones is about 22 hours.

There are TWO ways to mute/unmute the detachable microphone: either via the control button on the headphone itself, or via the button on the detachable microphone.

Via the Headset: 

While you're on an active call, press & hold the   button for about 1 second to mute/unmute. You’ll hear either “Microphone Mute ON” or "Microphone Mute OFF."

Via the Detachable Microphone: 

While you're on an active call, press & hold the mute button on the detachable microphone for about 1 second to mute/unmute. You’ll hear either “Microphone Mute ON” or "Microphone Mute OFF."

Note:

• This function can only be activated/deactivated during an active call.
• The built-in microphone, detachable boom microphone, volume wheel and the control buttons will NOT work when the headphone is being used as a wired headphone (connected to an audio source via the 3.5mm AUX cable.) 

 
Any further question, please feel free to contact us at support@avantree.com

If you are still having difficulty pairing the Avantree AH6 Series to your devices, please refer to the methods below to troubleshoot.

Check Point: Did you Get the Headphone into Pairing Mode?

Powering on does NOT mean pairing mode. Pairing Mode = The LED indicator on the Headphone flashing RED & BLUE. If it's not doing that, it's not in pairing mode, you won't find it on your device.

Other than the indicator, if you're using a Headphone/Speaker that has voice prompt (i.e. it says "welcome to Avantree" when you power it on,) it'll say "Pairing" when it's in pairing mode.

If it's flashing RED & BLUE yet you can't connect it, please refer to the steps below.

Step 1: Reboot it and try again.

Yes, the good o' soft reset often resolves the issue. Please give it a go. Please also try rebooting your Phone/Computer.
If you still can't get them to connect, please proceed to step 2.

Step 2: Try it Somewhere Else.

Bluetooth connection can often be interfered with by other wireless connections such as WiFi Router, TV streaming device, or even another Bluetooth device. Please either move them away or try to do the pairing somewhere else.

If you are still unable to pair, continue to Step 3.

Step 3: Factory Reset.

Press and hold the "Forward" and the "Repeat" buttons simultaneously until the LED briefly turns PINK, indicating that the headphones have reset. 
After resetting, the device should automatically reenter pairing mode.

If you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Check Point 1: Have you Connected/Paired it Properly?
Check on your device Bluetooth device list, it should say "Connected" on the menu. If not, please try to pair it to your device again.

Check Point 2: Have you been Switching between APPs?
Sometimes when you're listening to music and a call comes in, the Headphones/Speaker can have issues switching back-n-forth... this is a common Bluetooth issue and happens to every Bluetooth Headphone/Speaker. 
Please choose the headphone/speaker again (if applicable) or reboot the headphone/speaker and pair them up again.

Check Point 3: Have you Charged the Headphone/Speaker?
This might seem like a simple solution but when the device is low on battery, a wide variety of issues may occur. Please make sure that it has sufficient battery level.

If you've checked everything above but still no sound, please try the methods below.

Method 1: Try it on a Different Device.
If you have another phone, another laptop etc... try to connect the Headphone/Speaker to it and see if it works on the other device. 
If yes, it's probably something to do with the settings on your original device, please try again.
If no, please contact us for support, you may have a faulty unit.

Method 2 (For Laptops/Computers): Check the Audio Settings.
For Windows, go into Sound Settings and Sound Control Panel. For Mac, go into Sound Preferences.
Make sure that the Headphone/Speaker you'd like to use has been selected as the Audio Output/Input device.
If you're using a Meeting Software such as Skype or Zoom, you may need to go into the app itself and adjust the settings in there as well.

Method 3: Factory Reset.
If none of the methods above work, please factory reset the Headphone/Speaker and pair again. Please remember to delete the Avantree device from the paired Bluetooth device list on our sound source device, before attempting to pair again.

If factory reset still can't get it to work or if you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

If you still have questions, please feel free to contact us at support@avantree.com.

If you’ve connected your Bluetooth headset to your computer for conversation/meeting use, but constantly encounter issues like the microphone stops working randomly or regularly, and you will need to pair it with your computer or power it off and on again to make them work:

The issue may be caused by your computer’s built-in Bluetooth driver and may be unsolvable no matter what brand of Bluetooth headset you use.
However, we do have a temporary solution: Bypass the Bluetooth driver by using a USB Bluetooth Audio Adapter Dongle.

With it, you’ll be able to use the headsets without having to touch the built-in Bluetooth.

These adapter dongles range from $30-$50, depending on the features. They can be found on our website Avantree.com or on Amazon.

In the meantime, you may also want to try updating your Bluetooth driver and see if that solves some of the issues.

For Win7 :
https://www.drivers.com/update_windows_7_bluetooth_drivers/

For Win10:
https://www.thewindowsclub.com/how-to-update-bluetooth-drivers-in-windows-10


Please feel free to contact us at support@avantree.com for further help if you need.

This Troubleshooting is for Connecting a Bluetooth device DIRECTLY to your Windows Computer's Built-in Bluetooth.
The Built-in Bluetooth of some old PCs might not work, or not work well, thus, you may not be able to use the direct Bluetooth connection, or have unstable connection, hear choppy sound cutting out intermittently, etc., in this case, please try the following solutions: 

Solution 1.  Reboot your Bluetooth Driver
  1) Right-click the Start button, select Device Manager.
  2) Find “Bluetooth” section,  then Right-click on your device Bluetooth driver and select  “Disable device”.
  3) Restart your PC and repeat the above steps to Enable the Bluetooth driver again   (select  “Enable device”)
  4) Pair your Bluetooth Headphone/Speaker/Receiver with the PC again.


Solution 2. Use an External Bluetooth Driver
This method essentially "Bypasses" your Windows' built-in Bluetooth. Please see our Avantree DG10, DG40S , DG45 or Avantree DG80 for more details or contact us at support@avantree.com.

Before you start, please ensure your boom microphone is NOT muted.
RED dot = muted / No RED dot = unmuted.



If the Microphone does not work well, please start with a diagnostic test with your cellphone first. If it works well with your cellphone, but not with computer, it might be a driver or settings issue. Please continue troubleshooting:

Step 1: Check if the headphone is connected via both voice and music.
Go into your Bluetooth menu and see if it shows connected both "voice" and "music", if you can not see "voice", you might not be able to use the microphone, please delete the paired history on your computer, reset the headphone and try to pair them again.

Step 2: Check your computer sound settings.
Visit your Sound Settings tab and make sure the Avantree headphone is chosen as the input and output device:

Step 3: Check the meeting Software Sound / Audio Settings.
If you're using a meeting software such as Skype or Zoom, please also check the Audio & Video Settings within the software and make sure the Microphone input device and the Speaker out device are choosen as the Avantree headphone:


Important Tip: Please make sure that you closed all other similar apps that might be using your microphone, like Face Time. 

Here are some more troubleshooting steps you can try to fix the issue:

• Make sure ALL other audio APPS are completely CLOSED. Do not use more than one AUDIO APP at the same time. Your Windows system might get confused (Most issues are here). 
• If you are using more than one monitor, make sure you plug the USB into the DOCK rather than into one of the monitors. 
• Make sure you turn off any other devices that previously paired and connected with your headphones via Bluetooth. 
• Try to RESTART your computer and try again in case the computer's input / output audio settings got confused. 

The following links can also be helpful if you have similar situation:
- The microphone stops working randomly. Please go to this link;
- The connection is not available or unstable that you hear noise or your voice is cutting out and sound quality is bad on a call, please go to this link.

If you use Avantree DG80 with Avantree Aria me, please upgrade the firmware of DG80 first to get the mic work.

Note: If you are having trouble with your Bluetooth Headphones' Microphone while connected via your Computer or Laptop's built-in Bluetooth, we recommend trying our DG10 Bluetooth Dongle. It's plug-and-play with no driver installation required, making connecting a breeze.

If problem still can not be solved, please feel free to contact our support team at support@avantree.com. We will help to fix this.

You can also choose to fill this Mic not working issue RMA form to let us help further on it if a phone call or Zoom meeting is not convenient:
RMA Verification Form - Microphone Not Working Well

With most computer Bluetooth driver and default audio settings, you can hear either voice (under handsfree) or music (under stereo music profile).

To hear the music and voice at the same time, you can use the Avantree headphone with a USB audio adapter such as DG80 or DG60. That will solve your problem.

If your adapter is with batch/lot no. before 20F1 and your headphone is before 20B1, you might need to do a DFU (Firmware Upgrade). Pls contact us first and do NOT do any DFU without confirmation from Avantree support.

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

If you still have questions, please feel free to contact us at support@avantree.com.

This article is for users who plan on CONNECTING A BLUETOOTH HEADSET DIRECTLY TO A PC AND USE DISCORD.

Step 1: Pair your Headset to your Computer.
Use with Computer / Laptop / Tablet

Step 2: Check your SOUND SETTINGS Menu.
And make sure that the Bluetooth headset has been set as default Input/Output Device.

Step 3: Check your SOUND CONTROL PANEL.
And make sure that the Bluetooth headset has also been set as default Playback AND Recording Device here.

Step 4: Go into Discord's USER SETTINGS Menu.

Step 5: Go to VOICE & VIDEO.
And set the Bluetooth headset as Default Input/Output Device.

Now you should be good to go. Please contact support@avantree.com if you still can't get it to work.

Many Avantree products have incorporated the latest "aptx low latency" codec technology, for superior stereo quality sound without any noticeable delay (known as latency).

• What is aptX Low Latency - https://www.aptx.com/aptx-low-latency
• Certified aptX Low Latency device list - https://www.aptx.com/products?field_aptx_type_tid=484

* Important note*

To take advantage of the better performance of aptX Low Latency codec, the other side Bluetooth device must support the same codec. If the other side device only supports the normal aptX codec, or the SBC one, these codecs will be used instead.       

How about the audio delay when use different wireless audio codec?

Note: The latency for FastStream is almost the same as aptX Low Latency, but the audio quality of aptX Low Latency is better.

Related FAQ >

• What Avantree products support aptX Low Latency and aptX HD?
• Bluetooth Audio Delay Experiment Video - aptX Low Latency vs others

Your pacemaker is designed to work properly around most appliances and tools. However, electromagnetic interference (EMI) from headphones and earbuds may affect how your pacemaker works. These effects are usually temporary. Still, we recommend following these guidelines to stay safe.

Anything that transmits Bluetooth or with a magnet inside cannot be used closer than 6'' (15 cm) to a pacemaker. All of our Headphones, Speakers, and Earbuds, as well as all of our Bluetooth products fall under this category, and must not be placed very close to your pacemaker. Normal usage of our headphones and earbuds - wearing them in or over your ears - is completely safe.

The Takeaway: It’s safe to use headphones and earbuds with your pacemaker, but you should not drape them around your neck or store them in a breast or other shirt pocket - as that would put them too close to your pacemaker. Normal usage should bear no problems.

Any questions please feel free to contact support@avantree.com 

Here are a few things you'd want to know about Bluetooth...

1. Bluetooth by nature is a short-range wireless technology.

Bluetooth was initially made specifically for wireless headsets hence its “range” was never meant to be anything more than the length of a typical backyard.

2. Bluetooth Signals are easily interfered with.

Much like almost any other modern wireless technology, Bluetooth signals can be negatively affected by things like walls, floors, other wireless devices, or even a human body.

If you want a better range & less interference, try to stay clear of the things mentioned above.

3. There are two types of Bluetooth.

In short, they are “Class 1” and “Class 2.”  Class 1 has better range (100m/300ft) but drains your battery faster, whereas Class 2 has a shorter range (10m/30ft) but is more efficient when it comes to battery usage.  

4. The “Actual Range” depends on a lot of things.

Things that can affect the range: Bluetooth version, Bluetooth type, Bluetooth profile, Brand & make, where you’re using it, what’s around you… etc and many more. Getting a bad range doesn’t necessarily mean your device is bad; try it elsewhere before you give it a conclusion.

5. The “Transmitter” and the “Receiver.”

Every Bluetooth connection consists of a “transmitter” and a “receiver.” The “transmitter” sends the signals to the “receiver.” In a typical Bluetooth headphone connection, your phone is the transmitter and the headphone is the receiver.

There are cases where one device can do both, but it is unlikely that they’ll be able to do both at the same time.

Here are some examples:

• Transmitters: Phone, Computer (can sometimes use as receiver), TV.
• Receiver: Headphones, Speaker

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

Avantree Products RMA (Return Merchandise Authorization) Procedure

1.     60-Days-Return-Refund

Item purchased from Avantree.com can be returned to the closest Avantree RMA center for full refund within 30 days of purchase with no question asked.

Customer will be responsible for return shipment cost unless item is returned due to defective issues.

Avantree RMA centers are located at:

-        USA - San Jose & Los Angeles

-        Canada – Vancouver

-        EU - London, UK

-        Australia – Roxburgh Park

-        Asia – Cebu, Philippines

-        Asia – Hong Kong, China

-        Asia – Shenzhen, China

2.     Defective RMA

Within the Warranty Period (24 Months), if the customer encounters any issue, we recommend following the steps below:

Step 1:  DIY Support – Visit support.avantree.com, we have a complete troubleshooting guide that should solve at least 90% of the issues.

Step 2: Agent Support – Contact Avantree Customer Service Agents by email (support@avantree.com), phone, or chat for troubleshooting & issue diagnosis.

Step 3: Replacement

3.1. Confirmed Defective Unit

-        Avantree provides RMA (CD) number to customer

-        Customer returns the product to Avantree

o   Purchased within 6 months – Avantree will cover the return label cost.

o   Purchased over 6 months ago – Customer will cover the return label cost.

-        Avantree arranges the Replacement

o   Will be arranged as soon as the return shipment has been shipped.

o   Customer can expect to receive the replacement unit within 5-7 working days.

3.2. Back-for-Investigation Unit

-        Avantree provides RMA (BI) number to customer

-        Customer returns the product to Avantree. Customer will cover the return label cost.

-        Avantree arranges the follow up

o   Confirmed Defective Units – Please Refer to Section 3.1.

o   No claimed issue found – Avantree will arrange the Original Unit or the Replacement Unit to be shipped back to the customer. Avantree will cover the cost of shipping if the shipment is domestic.

Note:

1. The RMA return unit will be equivalent to or better than the condition of the defective unit
2. The RMA return unit's warranty terms will only be activated once the defective unit is received. For those who do not return their defective items within 30 days, their product warranty will be terminated.
3. Replacement Unit Warranty Terms:
   • If the remaining Warranty of the Defective Unit is less than 3 months – The Replacement Unit will receive 3 months warranty beginning on the date of reception.
   • If the remaining Warranty of the Defective Unit is more than 3 months – The remaining Warranty Period will be automatically transferred onto the Replacement Unit.

Return Policy:

Every Avantree product purchased from our website comes with an up to 60 days free trial.

Within 60 days of buying, if you have an issue with or simply don't like the product, you can ship it back to us and we'll fully refund you for the price that you bought it. If you have a product malfunction, we can replace the product for you if that's preferable, and we'll cover the return shipping costs.

Warranty Policy:

Avantree warrants its products for a period of 24 months from any defects in manufacturing, materials, or workmanship from the date of purchase from either an Avantree Direct store or an Avantree authorized reseller and used in normal conditions.

However, this warranty does NOT cover:

· Damage from misuse or abuse,

· Damage from lack of reasonable care,

· Damage from force majeure,

· Damage from natural forces/disasters,

· Damage from inadequate repairs performed by unauthorized service centers,

· Water damage on non-water-resistant products,

· Theft or losing the item.

If you encounter issues during the warranty time, pls follow Avantree RMA Procedure. 

To make sure our customers have the best user experience, we choose to send the replacment first before you send back the faulty unit. Once the replacement is received and confirmed to be working, we will then send you the return label for the faulty unit for our quality control purposes. We expect you to cooperate and send the faulty unit back within 30 days. If not, then the warranty of your replacement unit will be voided.

Batch No. or Lot No. is a 4-5 Digit/Alphabet combination (e.g. T22F1, 22B1, or T22J1) printed somewhere on the product. The "somewhere" is usually as follows:

1. on the bottom of the product;

2. on the inside of the Headband, just above the Earcups;

3. on the in-line controls or on a Tag near the 3.5mm AUX Plug;

4. on metal head of the adapter;

Above are some examples that'll give you an idea of what the Batch/Lot Number looks like and where to find them. The print for Batch No. or Lot No. is usually quite small; please consider using a magnifying glass if it's hard to read.

Items with the "ADD TO CART" button are for purchase in your area. Those without the Add to Cart button means not available in your area, normally because it is out of stock. Besides, the estimated delivery time is not applied for pre-order and backorder items.

Here is a table of the recommended store info for customers from each country. We also include information about - where the goods will be shipped from as well as the estimated delivery time.

Remarks:

1. Warranty is 24M for orders from avantree.com
2. Items purchased from other authorized distributor channels will be entitled to 12m warranty, and extendable to 24m upon warranty registration within 30 days from date of purchase
3. Not all stores/sellers from the links above are authorized resellers.

If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.